NC Help Desk Support Technician (Field/Onsite) (67575)

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, hardware, printers, cell and desk phones.
• Respond to all queries over the phone and via email.
• Maintain and resolve issues on LAN/WAN, VoIP telephone, biometric, and audio-visual systems connections.
• Coordinate with vendors to resolve technical problems with desktop computing equipment and software.
• Resolve hardware and network connectivity issues.
• Validate & approve VPN access for all remote users through Active Directory accounts.
• Aid in technical upgrading and maintaining of entire desktop systems.
• Support in testing and deployment of new applications and systems.
• Train and guide staff hardware and software usage.

Qualifications

• Associate’s degree in related fields (Computer Science, telecommunications, etc).
• Minimum two (2) to five (5) years of experience as a Helpdesk Technician, ITS Specialist or similar position.
• Experience working in a human services and/or healthcare environment where Hitech HIPAA policies and electronic medical records are part of the technology team support or willing to learn preferred.
• Experience with password resets, Desktop trouble shooting, applications support.
• Excellent proven experience providing Desktop Support, Active Directory, Office 365, and various Cloud application services.
• Excellent experience in customer service for Microsoft teams, Zoom and Zendesk or ticketing management like system.
• Experience supporting users that work on a 24/7 schedule.
• Able to work in a fast-changing environment where you must be flexible and learn quickly.
• Excellent communication skills verbal and written.
• Excellent customer service and response time for user needs.
• Excellent research and troubleshooting abilities without supervision.
• Creative, innovative and a self-starter with an understanding of systems operations.
• Bilingual in any language a plus.